Director, Customer Success Key Accounts (Field / Remote Eligible) at arenaflex

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? Look no further than arenaflex, a leading provider of innovative solutions for businesses of all sizes. We're seeking a talented Director, Customer Success Key Accounts to join our team and help drive growth, retention, and customer satisfaction.

About arenaflex

arenaflex is a cutting-edge technology company that's revolutionizing the way businesses operate. Our platform provides a suite of tools and services that help organizations streamline their workflows, improve collaboration, and drive productivity. With a strong focus on customer success, we're committed to delivering exceptional experiences that meet the unique needs of each and every customer.

The Role

As Director, Customer Success Key Accounts, you'll be responsible for leading our Key Accounts Customer Success organization, creating and executing a cohesive program strategy that drives tangible goals, consistent performance, and quality metrics. You'll work closely with our sales counterparts to determine the needs of our customers and develop strategies to make them successful. This is a critical role that will have exposure and influence at the executive level internally and externally.

Key Responsibilities

• Lead our Key Accounts Customer Success organization, creating and executing a cohesive program strategy with tangible goals, consistent performance, and quality metrics.

• Understand, contribute, and successfully translate mission, vision, and values into actionable goals and objectives for the Customer Success organization.
• Hire, manage, develop, and grow leaders and individuals on the Customer Success team, empowering them to own and grow our business.
• Responsible for enabling the coaching, mentoring, and training needs of the Customer Success team, ensuring a strong focus on quality customer experience.
• Maintain and enhance a strong, collaborative, effective, and supportive culture within the team, amongst their peers, and senior leadership.
• Partner with Marketing, Support, Professional Services, and Sales to drive GTM strategy.
• Experience working with an Enterprise book of business to create a consistent customer journey that drives positive customer satisfaction, referrals, and account growth.
• Work cross-functionally and cross-culturally to identify company goals, objectives, and benchmarks for customer conversions and advocacy.
• Assist with developing and implementing programs that provide undeniable business value to the customer, ensuring strong net retention, customer satisfaction, and internal team satisfaction.
• Lead the team in annual and quarterly planning to achieve targets and Customer Success initiatives with a focus on customer impact and revenue growth.

You Have

• 8+ years of management experience in Customer Success, Professional Services, or related disciplines for a global B2B tech, SaaS, or enterprise software business.

• Experience using and/or a strong desire to deeply understand arenaflex's benefits, use cases, and business and technical elements.
• Experience successfully working cross-organizationally with senior leaders.
• Experience in growing teams in new markets, managing budgets, and successfully scaling teams.
• Strong leadership, business development, organization, team building, and management, communication (verbal, written, and presentation), negotiation, and interpersonal skills.
• Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans.
• Experience establishing and growing relationships with all levels within enterprise organizations; line managers, S-level, and C-suite.
• Experience driving both low-touch and high-touch customer engagement activities to success, including management of customer issues and escalations.
• Demonstrated ability to design and implement processes.
• Proven ability to be a leader, hands-on "doer," and visionary.
• Experience working and managing remote employees.
• Willing to travel based on customer and business needs.
• Bachelors (BA/BS) degree required.

Perks & Benefits

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees.

• Equity - Restricted Stock Units (RSUs) with all offers.
• Lucrative Employee Stock Purchase Program (15% discount).
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay).
• Monthly stipend to support your work and productivity.
• Flexible Time Away Program, plus Incidental Sick Leave.
• Up to 24 weeks of Parental Leave.
• Personal paid Volunteer Day to support our community.
• Opportunities for professional growth and development, including access to LinkedIn Learning online courses.
• Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal arenaflex account.
• Teleworking options from any registered location in the U.S. (role-specific).

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

Join the arenaflex Team

At arenaflex, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We're looking for people who are driven, authentic, supportive, effective, and honest. You're encouraged to apply even if your experience doesn't precisely match our job description—if your career path has been nontraditional, that will set you apart. At arenaflex, we welcome diverse perspectives and people who aren't afraid to be innovative—join us! Apply Job! Apply to this Job Apply for this job